Returning a Product

If you wish to return a product that you purchased from PetSmart online, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products. Note: we do not accept returns or exchanges on prescription medication products. Please see our Return Policy for further details.

Return to Store

To find a convenient store location, use the Store Locator. Returns are accepted in-store with with the packing slip or shipping confirmation as proof of purchase. The credit card used to purchase the merchandise is required in order for the return to be credited to the same card.

The following types of purchases may only be returned in stores:

• Same-day delivery purchases
• Purchases made with our “Buy & Pickup” online feature
• Purchases made on a delivery provider app
• Purchases made using AfterPay’s payment services

You will receive a merchandise return card for the amount of the purchase price (minus any delivery fee, handling, gift wrap or other charges) for the following types of transactions:

• A return for which you do not have the same credit card that you used to make your purchase
• Purchases made with a payment method other than a credit card (such as PayPal)
• Same-day delivery purchases
• Purchases made on a delivery provider app

Please note: Special order purchases may not be returned in store. Please follow our return by mail instructions for special orders.

Return by Mail

• Call our Customer Care Team at 1-888-839-9638 to receive a return authorization number and shipping label. Our team is available to assist daily from 8am-9pm EST.
• Pack the item safely and securely for shipping. Select the reason for return on your packing slip and include the packing slip and return authorization number with your item (retain a copy for your records).
• Affix the shipping label provided and send the package via FedEx. Visit fedex.com/locate to find the nearest FedEx pickup location
• Refunds are issued in the same form of payment originally used for the purchase within 30 days of our receiving the returned order.
• Retain a copy of the packing slip and tracking number for your return shipment.
• You will receive an email notification when your return is processed. Please allow 3-7 days for credit processing depending on your bank

Please note: Exchanges are not available by mail. If a customer mails a return without a shipping label issued by PetSmart, all shipping charges must be paid by the customer. COD deliveries will be returned to the customer.